CRM Insights and Loyalty Analytics Specialist

Molton Brown; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Flexible working

Health and wellbeing offers

Pension/retirement options

Job summary

Molton Brown is seeking a CRM Analyst to support the digital business by providing customer behaviour insights and lifetime value reporting, globally across channels and markets. The role also involves managing the Digital Optimisation and Analytics Executive to grow and retain Molton Brown’s customer base.

The position centres on CLV development, loyalty program foundations, and understanding recency, frequency, and value metrics across consumer and business segments.

Qualifications

• Graduate or equivalent with an analytical background.
• 3+ years experience operating in a CRM Analyst role.
• Experience reporting loyalty data and customer insight for email segmentation.
• Advanced Excel with v-lookup, pivot tables and complex formulas.
• Experience with RFM modelling and customer lifetime value insights.
• Experience using Business Insights tools; SQL knowledge helpful.

Responsibilities

• Support the CRM Manager by maintaining customer insights and CLV reporting.
• Create customer tiering target models based on Recency, Frequency and Monetary value.
• Regularly report CLV metrics and maintain the CRM dashboard.
• Identify consumer behaviour trends and ROI improvements for campaigns.
• Review feedback from surveys, social media, and reviews.
• Monitor competitor loyalty trends and plan customer research activities.
• Manage and provide support to the Digital analytics and optimization Executive.

Skills

Analytical mindset

CRM analytics

Loyalty data reporting

Email segmentation

RFM modelling

Commercial awareness

Retail interest

Education

Graduate or equivalent

Tools

Advanced Excel

Business Insights tool

SQL

Job description

Molton Brown is seeking a CRM Analyst to support the digital business by providing customer behaviour insights and lifetime value reporting, globally across channels and markets. The role also involves managing the Digital Optimisation and Analytics Executive to grow and retain Molton Brown’s customer base.

The position centres on CLV development, loyalty program foundations, and understanding recency, frequency, and value metrics across consumer and business segments.